Commitment to high-quality service

EPI is committed to providing a high-quality service to everyone we deal with. In order to do this, we need you to give us any comments about our service, and to tell us when we get things wrong. We want to help you resolve your complaint as quickly as possible.

We treat as a complaint as an expression of dissatisfaction with our service which calls for a response. We listen to your complaints, treat them seriously, and learn from them so that we can continuously improve our service.


How to make a complaint

The most efficient way to lodge a complaint is by writing us at; It would be useful, though not required, to put the term ‘Complaint’ in your subject field.

If for any reason you are not able to write an email then you can also send a complaint by registered mail to


Ref; Complaint

37th Floor, Singapore Land Tower
50 Raffles Place
Singapore 048623


The complaint should have at a minimum the following information

  • name of complainant, his/her designation and company;
  • the scheme relating to the complaint;
  • details of complaint should, where possible, include objective evidences to support the complaint;
  • date of signatory of the complainant.


IMPORTANT NOTE; anonymous complaint submissions will not be taken into consideration


Follow-up on your complaint

An acknowledgement will be sent to you within 2 working days from receipt of your complaint.

You will be informed of the progress of the investigation within 10 working days from the date of complaint.

If the complaint cannot be resolved within 2 months, we will send an interim notification to you on the reasons and the expected deadline for the outcome of his complaints. All actions arising from complaints are to be closed, latest, within 60 days.


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